Sentiment & Resolution

Two of the most important cards on the Analytics tab tell you how visitors feel about their conversations and whether they are getting the answers they need.

User Sentiment

The User Sentiment card shows how visitors felt during their conversations with your companion. Every conversation is automatically analyzed and categorized as:

• Positive -- The visitor seemed happy, satisfied, or engaged. This is what you want to see the most of.
• Neutral -- The visitor was neither particularly happy nor unhappy. Typical for straightforward, factual exchanges.
• Negative -- The visitor seemed frustrated, confused, or dissatisfied.

The card displays a donut chart with the breakdown and shows a satisfaction rate percentage at the center. This rate combines positive and neutral conversations as a share of the total -- the idea being that neutral is perfectly fine, while negative is the signal to watch.

What to do with this

If you see a high percentage of negative conversations, it usually means your companion is struggling with certain types of questions. Check the Top Keywords card to see which topics come up most, and consider adding more knowledge or adjusting behaviour rules to handle those areas better.

Resolution Rate

The Resolution Rate card tells you whether visitors' questions are actually getting answered. Each conversation is tagged as:

• Resolved -- The visitor's question was fully answered.
• Partially resolved -- The companion gave a partial answer but could not fully address the question.
• Unresolved -- The companion could not answer the question at all.

The card shows a donut chart and a resolution rate percentage. This rate gives full credit for resolved conversations and half credit for partially resolved ones.

Failure reasons

When a conversation is unresolved or partially resolved, Aura also identifies why it failed:

• Knowledge gap -- Your companion did not have the information needed to answer. This is the most actionable one: upload more resources or add knowledge sections covering the missing topic.
• Out of scope -- The question was outside the topic area your companion is designed for. This is normal and expected, especially if visitors ask off-topic questions.
• Unclear question -- The visitor's question was too vague or confusing for the companion to understand.
• Hallucination -- The companion generated an incorrect or made-up response. This is rare but important to watch for.
• Technical error -- Something went wrong on the technical side during the conversation.